Freshservice
Freshworks Inc.External reviews
1,281 reviews
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A Fresh Service Desk tool
What do you like best about the product?
I like the UI, it's great and customisable to your needs. The layout is pleasing to the eye and the functionality comes with it
What do you dislike about the product?
Although there are a lot of integrations, there are not a lot to cover our particular software suite
What problems is the product solving and how is that benefiting you?
We have utilised the onboarding feature to fully redesign our onboarding process and make it a lot more streamlined
Recommendations to others considering the product:
Check that you can integrate your software if that's a needed feature
Intuitive application, easy configuration, full features, process oriented and easy to deploy!
What do you like best about the product?
The workflow automator tool is excellent and allows for quick configuration of workflows based on our requirements.
What do you dislike about the product?
Requester groups are not available in the workflow tool so I had to manually add a group of users to a few workflows.
What problems is the product solving and how is that benefiting you?
Freshservice is allowing us to take advantage of all of the ITSM capabilities and is a driving force behind maturing our internal service delivery processes.
Very Positive and responsive
What do you like best about the product?
The rapid feedback and response to my inquiries
What do you dislike about the product?
There was nothing we disliked so far. We just evaluated the product.
What problems is the product solving and how is that benefiting you?
Service Desk ticketing system
Support is amazing!
What do you like best about the product?
Anytime I call, email, or chat with anyone from FS, I get fast detailed assistance.
What do you dislike about the product?
I want FS to handle everything during my day. I wish it was grown out to handle offboarding, role changes, onboarding more effectively.
I would love to have automated tickets with checkbox lists of tasks. For ex. a list of software per role, per department. Some hired in Department A, with Title B, get this list of software provisioned, and it can be managed in a ticket.
I would love to have automated tickets with checkbox lists of tasks. For ex. a list of software per role, per department. Some hired in Department A, with Title B, get this list of software provisioned, and it can be managed in a ticket.
What problems is the product solving and how is that benefiting you?
Allows our team to communicate with each other and manages tasks.
Freshservice provides key features to manage problems
What do you like best about the product?
It's easy to set up. It provides complete knowledge base to learn to use the software quickly. The interface is user-friendly and easy to navigate. It provides multi-channel support, facilitating communication with users via e-mail or self-service portal.
Another thing I like is that it accelerates problem management and promotes teamwork.
Another thing I like is that it accelerates problem management and promotes teamwork.
What do you dislike about the product?
I don't dislike anything about the software. It has the essential features we need.
What problems is the product solving and how is that benefiting you?
The data collected by the software is valuable for decision making. It is flexible, improves management and makes operations more efficient.
Recommendations to others considering the product:
It is useful for unifying IT support.
Clean Software that does almost everything right.
What do you like best about the product?
I like how simple the site looks and the control bar on the left. Reporting is also very easy to use and helps us identify ticket
What do you dislike about the product?
I really dislike the search function.
It is difficult to search old tickets to use for reference.
I would recommend being able to search tags for the tickets by adding "#" behind the word.
It is difficult to search old tickets to use for reference.
I would recommend being able to search tags for the tickets by adding "#" behind the word.
What problems is the product solving and how is that benefiting you?
All kinds of IT problems are being solved with freshservice. The flexibility of how it handles email and updates tickets is really good.
A productive and a modern solution
What do you like best about the product?
Simple to set up with a strong Automator for ticket handling. Easy to use for non-IT personnel. Modern feel for both browser and phone app.
What do you dislike about the product?
Lacks out-of-the-box functionality around access control when bringing several teams in one instance with multiple business needs. Solved with 2 instances.
What problems is the product solving and how is that benefiting you?
Unify support in one experience for both end-users and support consultants.
Freshservice improves IT service management
What do you like best about the product?
Freshservice is exceptional service to manage the IT system of our organization. It is easy to implement and the interface is user friendly. It provides functionality to automate and improve the management of tasks, provides fluidity to communications between the support and the client. Boosts the efficiency of our IT team to solve problems in less time.
The integrations connect the software to our environment, improving the workflow.
The integrations connect the software to our environment, improving the workflow.
What do you dislike about the product?
It is a software full of functionality, it is difficult to find any relevant flaw to highlight. I have no complaints, I am satisfied with this product.
What problems is the product solving and how is that benefiting you?
Ticket management and knowledge base accelerate problem solving. The reports provide key information to improve our performance and plan projects.
Its multiple tools increase efficiency and improve collaboration between the IT team.
Its multiple tools increase efficiency and improve collaboration between the IT team.
Recommendations to others considering the product:
I could recommend it to strengthen the workflow of the IT service. It offers plans tailored to the needs of users.
Very good support
What do you like best about the product?
I had a support issue with Freshservice and their response was very fast and comprehensive.
What do you dislike about the product?
Freshservice is a little pricey so we have to keep the number of users down.
What problems is the product solving and how is that benefiting you?
Improving and streamlining our helpdesk processes.
Best in markert
What do you like best about the product?
the features and automation's i can use.
What do you dislike about the product?
default fields - the administrator does not have an option to remove the default fields directly.
There is lot of confusion among the support team, timely support is not provided when there is a requirement to set up the tool.
There is lot of confusion among the support team, timely support is not provided when there is a requirement to set up the tool.
What problems is the product solving and how is that benefiting you?
Problems - I can not modify the default field on my own, need to contact Freshservice for the same.
Benefits - The tool has changed the way support has been all these days, I have used many other tools like remedy and service now compared to these kind of tools and others in market. Freshservice has automated a lot of thinks and makes easy for me to setup customer support to my customers
Benefits - The tool has changed the way support has been all these days, I have used many other tools like remedy and service now compared to these kind of tools and others in market. Freshservice has automated a lot of thinks and makes easy for me to setup customer support to my customers
Recommendations to others considering the product:
Simple and easy
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